A public view of a process for handling PQR (petitions, complaints and claims, as customer requests are known in Colombia): from the moment a request comes in to the drafting, review and delivery of the response.
The workflow connects several entry points with request logging, context lookups and an AI assistant. The following stages organize the review and the communications of the process.
Pick a stage, select a node to see its details, or use the controls to zoom and move around the workflow.
Open them here or from their nodes in the viewer:
THE WORKFLOW ENTRY POINT
It all starts with a form.
The PQR Form node publishes this page. This is how someone who needs to file a claim with their carrier fills it in. The original form is in Spanish; it is shown here translated.
logistica-demo.example/form/pqr
File a PQR
Fill in the information to register your petition, complaint or claim.
Email *
Carrier *
Carrier name (only if you chose "Other")
Tracking number *
Reason *
Package description *
Last known movement (optional, only if you have information)
Describe your PQR in detail *
Supporting files
If you have supporting files such as pictures of the package, videos or other documents, attach them. This helps us respond to your PQR faster.
Attach files
Submit PQR
✓
Request submitted
We are working on your PQR. The estimated response time from the carrier is 15 business days.
WORKFLOW NOTIFICATIONS
What each person receives.
Four Gmail nodes keep the requester, the review team and the carrier informed. Pick a node to see the email it sends. The original emails are in Spanish; they are shown here translated.
We received your PQR PQR-20260112-DEMO4T7K - Tracking no. 90000012345
Your request has been registered under case number PQR-20260112-DEMO4T7K. Keep it for any follow-up.
Carrier
Example Carrier
Tracking no.
90000012345
Reason
Delayed shipment
Files received
2 files
What happens next? Our team will review your case and file the PQR with the carrier. Once it is sent, you will receive a copy of the email at this same address. The estimated response time from the carrier is 15 business days.
This is an automatic message. If you need to add information, reply to this email quoting the case number.
Current status: At destination terminal · Cali → Barranquilla · promised in 2 day(s)
At destination terminal
In transit
At origin terminal
Picked up
Incidents: delivery time affected; the shipment remains in distribution (Jan 5, 2026).
Requester's account
We are asking for your help reviewing this shipment: seven days have passed since it was dispatched and tracking shows no movement. The order was cash on delivery and our customer is about to cancel it. If the package is lost, please start the compensation process.
Proposed draft (written by AI)
Subject:Claim for late delivery - Tracking no. 90000012345
Dear team,
On behalf of our customer, we request a priority review of the shipment with tracking number 90000012345, which contains a Box with wireless earbuds.
According to the tracking information, the shipment has remained At destination terminal since Jan 5, 2026, with no further movement and past the promised delivery date. We therefore request that you:
Locate the package and prioritize its delivery.
Refund the shipping cost for missing the promised delivery time.
If the package is confirmed lost, start the compensation process.
Thank you for your prompt reply.
Click Review PQR and decide. You can choose the carrier's email address, enter an alternative recipient or write a corrected body that replaces the draft. With no reply within 3 days, the PQR is marked as NO_RESPONSE and is not sent.
Review PQR
Claim for late delivery - Tracking no. 90000012345
On behalf of our customer, we request a priority review of the shipment with tracking number 90000012345, which contains a Box with wireless earbuds.
According to the tracking information, the shipment has remained At destination terminal since Jan 5, 2026, with no further movement and past the promised delivery date. We therefore request that you:
Locate the package and prioritize its delivery.
Refund the shipping cost for missing the promised delivery time.
If the package is confirmed lost, start the compensation process.
On behalf of our customer, we request a priority review of the shipment with tracking number 90000012345, which contains a Box with wireless earbuds.
According to the tracking information, the shipment has remained At destination terminal since Jan 5, 2026, with no further movement and past the promised delivery date. We therefore request that you:
Locate the package and prioritize its delivery.
Refund the shipping cost for missing the promised delivery time.
If the package is confirmed lost, start the compensation process.
The AI drafts, but nothing reaches the carrier without human validation. The workflow pauses to wait for the decision, and silence is never read as a yes.
02
A draft built on facts, not just the account
The assistant works with the real tracking and with what it finds about breaches in the knowledge base, built from the company's terms and conditions, and delivers a structured output. If that output does not match the format, an alternative branch processes it so the case is not lost.
03
End-to-end traceability
Every request has a case number from the moment it comes in, its status is updated at each stage and the requester receives both the acknowledgement and a copy of what was filed. It is always possible to know what happened with each case.
Anonymized public version: the structure and logic of the workflow are kept, with generic names and fictitious data. No performance metrics, clients or internal process rules are published.